CMDB Configuration Item Policy

[samsussman]

I just recently started diving into the CMDB   and looking for ways to keep it up to date and provide the support to the end users in the best way possible. I am looking for advice and guidance on how to set up a CI Policy for the company I work for. Right now we are utilizing only one aspect of ServiceNow but the plan is soon to start fully utilizing the rest of the plug-ins with ServiceNow. I am going to be the person keeping the CMDB clean and organized and I feel like part of that is having a clear and concise CI policy. Does anyone have any experience with writing a policy like this? I am currently working on an agenda for an upcoming meeting with co-workers and management to discuss and work together to get a policy in place. I can send a copy of that agenda if you are willing to help.

[camran]

Hi, CMDB operations have 4 major areas.   Configuration Item itself, Relationships, Mapping with Services and Operational use with other processes ( Change, Incident etc.).

The policy should focus on these four areas. I can guide you and help you on this (but can't share my policy

1- Define rules for each of the above areas. e.g. CI weekly reporting/auditing to detect new CI created, duplicate CI, similarly make sure Correct CI is used with the change process, or CI must have core fields defined ( Managed by, supported by etc.) this should be enforced via the form and you can mark them as core fields on the form. CIs without a relationship, mapping ( as a best practice don't allow this)..

2- Document all and signed off the policy ( via change management).

3- Gradually build your policy.

Another useful piece is the implementation of RACI ( Create groups and assign roles, implement on ServiceNow).

Hope it will give you some ideas. Let me know if you need more help.

Kamran A

ServiceNow CMDB Manager